Experienced Customer Service Representative for Evening and Weekend Support – Providing Exceptional Student Experience in Online Education

Introduction to arenaflex

arenaflex, a leader in online education, is dedicated to supporting a diverse community of adult learners from across the U.S. and other countries. Our mission is to help students achieve their academic goals and make positive, lasting social change in their professions and communities. With over 100 online degree and certificate programs, we have graduated more than 174,000 students and are accredited by the Higher Learning Commission. At arenaflex, we believe in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly.

Job Overview

We are seeking an experienced Customer Service Representative to join our team, providing exceptional support to online students via phone, email, and live chat during evening and weekend hours. As a Representative, Customer Care, you will work in a team environment to support online students with their financial service issues, technical support needs, registration, materials, and textbooks, as well as provide support with the nursing field experience process. You will be an expert in the online learning environment, walking students through the beginning process of their online experience, including supporting students through online orientation and technical readiness to prepare new students for success.

Key Responsibilities

• Work closely in a team environment to provide outstanding "concierge-level" customer service to students via phone, email, and live chat.
• Troubleshoot student technical issues and coordinate solutions across service and business units, identifying and escalating service issues to Tier 2 teams and supervisors as needed.
• Play a significant role in creating customer service best practices and improving service levels, with some project management duties to help improve service delivery each term.
• Help execute tactical approaches to improve service levels across the organization, ensuring smooth daily service operations of the team.
• Ensure organizational policy and procedures are followed regarding security and confidentiality pertaining to the collection and/or use of Personally Identifiable Information (PII).
• Strictly adhere to organizational procedures regarding security and confidentiality of student financial and FERPA protected information.
• Perform other duties as assigned and comply with all policies and standards.

Essential Qualifications

• Bachelor's Degree Preferred
• 1+ year of experience working in a service-oriented environment, technical support, or related field.
• Experience in collecting and handling financially sensitive information in the strictest confidence.
• Familiarity with online learning technology is a plus.
• Strong commitment to education, with the ability to multi-task and work across multiple systems and screens.
• Excellent verbal and written communication skills, with strong knowledge of Microsoft Office Suite and strong computer and technical support skills.
• Ability to successfully resolve student issues from request through resolution and de-escalate upset students.
• Skilled at connecting and building rapport with students from diverse backgrounds, with the ability to adapt to new and rapidly changing situations.

Preferred Qualifications

• Previous experience in customer service, technical support, or a related field, with a focus on online education.
• Knowledge of online learning platforms and technologies.
• Experience with project management and process improvement.
• Certifications or training in customer service, technical support, or a related field.

Career Growth and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to training and development opportunities, including:

• Professional development workshops and webinars.
• Mentorship programs and coaching.
• Opportunities for advancement and career growth.
• Access to online courses and degree programs.

Work Environment and Company Culture

arenaflex offers a flexible and dynamic work environment, with a culture that values collaboration, creativity, and innovation. Our team is passionate about providing exceptional student experiences and making a positive impact in the lives of our students. As a Customer Service Representative, you will be part of a team that is dedicated to excellence and committed to making a difference.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary range of $16.65 to $27.36 per hour, depending on experience and qualifications. Our benefits package includes:

• Health, dental, vision, life, and disability insurance.
• 401k Retirement Program with a 6% employer match.
• 15 days of paid vacation days each calendar year.
• 12 paid holidays + 2 floating holidays.

Conclusion

If you are a motivated and customer-focused individual who is passionate about education and making a positive impact, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at arenaflex, you will be part of a team that is dedicated to excellence and committed to providing exceptional student experiences. Apply now to join our team and start making a difference in the lives of our students.